Looking for a job

Sebastian Valerio

@sebastianvalerio

Technical Support Specialist delivering efficient incident resolution and operational improvements in corporate IT environments.

Costa Rica

Message

What I'm looking for

I seek a role providing hands-on technical support and case coordination in a collaborative, process-driven company where I can improve SLAs and mentor junior technicians.

I am a Technical Support Specialist with hands-on experience managing Level II helpdesk incidents, hardware troubleshooting, software deployment, and secure access administration. I have driven operational efficiency by coordinating complex cases, mentoring technicians, and ensuring SLA compliance.

I bring practical knowledge of ticketing systems (ServiceNow, Jira, Workday), Office 365 and GSuite support, Windows and macOS troubleshooting, and basic ITIL and networking concepts. I am customer-service oriented, proactive, and adept at resolving high-complexity incidents while improving processes.

Experience

Work history, roles, and key accomplishments

Back Office Coordinator

Unknown

Coordinated case distribution and escalation across support groups, managed access administration including bulk credential resets and temporary codes, and drove SLA adherence and process improvements.

Coordinating Cases Escalation Management Access Management SLA ServiceNow Process Improvement Mentorship Bulk Credential Resets VPN

Technical Support Agent

Unknown

Provided Level II helpdesk support managing incident lifecycles via call and ticketing systems, diagnosing hardware and software issues and performing deployments with MFA support to ensure secure access.